Awarded
EMu Support and Maintenance 5-year agreement
Descriptions
Required goods: Maintenance renewal from Axiell
Services or works: EMu Support and Maintenance
Cost for 5 years: £60,034.48 (ex. VAT)
Supply: Axiell to supply support and maintenance to the Royal Armouries for EMu via online customer service portal, service desk telephone.
The scope of services to be provided under this 5-year agreement shall include, but not be limited to, the following:
Software Updates and Upgrades: Provision of all applicable EMu software updates and upgrades released during the contract period, including associated documentation and installation support.
Support via Service Desk (Hornbill) or Telephone/Teams: Responsive and reliable support services delivered through the Royal Armouries' designated service desk (Hornbill) or via telephone/Microsoft Teams, adhering to agreed-upon service level agreements (SLAs).
Maintenance: Proactive maintenance services to ensure the ongoing stability, performance, and security of the EMu system, including but not limited to database maintenance, performance monitoring, and issue resolution.
Regular Server Updates: Coordination and implementation of regular server updates, including necessary testing and validation, to maintain system security and compatibility. All server updates must be communicated with Documentation officer as per section "Contact".
Timeline
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Tender Regions
CPV Codes
72253000 - Help-desk and support services
92500000 - Library, archives, museums and other cultural services
71356300 - Technical support services
Keywords
technical support services
help desk support
infrastructure support
system support
operational troubleshooting
technical user guidance
user support ticketing
multi-tier helpdesk
remote IT support
technical troubleshooting interface
issue resolution workflow
service request handling
24/7 user assistance
incident logging system
support team coordination
cultural institution services
archival management
library operations
museum programming
heritage preservation services
cultural facility support
Tender Lot Details
2 Tender Lots
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Possible Competitors
1 Possible Competitors
